Learning Facilitator II

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Position Summary

The Operational Learning and Performance (OLP) team provides innovative digital learning, quality, and knowledge management solutions to Canadian Operations business lines. Our solutions align with the overall strategy and vision for Canadian Operations and enable our business partners to deliver client-centric service excellence.

As part of Operational Learning & Performance’s Learning Ongoing Delivery team, this role facilitates learning for associates across Canadian Operations through in-class and remote delivery. Learning Facilitators are accountable for delivering learner-centric training programs to large groups across multiple locations, adjusting their facilitation approach in the moment to meet learner needs and learning styles while continuing to advance program objectives.

The Learning Facilitator identifies, communicates, and mitigates risks related to learner performance and role fit while serving as an informal leader who models and instills Sun Life values in all learners.

Responsibilities

Facilitate Learning Delivery

• Deliver world-class learning that meets Sun Life standards.
• Facilitate and support learner-centric training programs for multiple audiences across multiple locations.
• Manage new-hire groups of up to 20 learners per session.
• Provide effective leadership, coaching, support, and motivation to groups of learners, with a focus on adult learning principles.
• Demonstrate excellence across the full range of facilitation skills, including but not limited to:
  • Understanding and applying learning and performance objectives.
  • Creating optimal environments that foster learning and growth.
  • Adjusting the facilitation approach in the moment to meet learner needs and learning styles while continuing to advance program objectives.
  • Demonstrating subject-matter knowledge and appropriate expertise through clear explanations, examples, and analogies that provide context.
  • Engaging learners through discussions, questions, visual aids, tools, and activities.
  • Connecting key concepts to organizational values, culture, and strategic priorities.
• Continuously develop expertise in facilitation and delivery best practices.
• Instill confidence in business partners that learners receive optimal program delivery and support to meet operational metrics.

Learning Assessment Delivery

• Identify learner performance and role-fit risks early during facilitation and raise awareness during regular meetings with the Learning Manager and onboarding and business leaders.
• Qualitatively assess and document learning and knowledge transfer, as well as absences and behavioural observations, for both in-class and virtual learners.
• Recommend, plan, and implement learning-risk mitigation strategies during training and the learning academy.
• Plan and host regular learning progress updates with onboarding and business leaders.
• Conduct learning interventions and huddles during training and the learning academy.
• Collaborate with peers and the Design team to coordinate identified curriculum improvements.

Learning Planning & Mentorship

• Participate in train-the-trainer sessions and self-guided study to learn new content.
• Ensure learning materials are current and best in class.
• Collaborate with the Design team to create and maintain detailed facilitator guides for all delivered programs.
• Mentor less-tenured facilitators through peer-to-peer observations.
• Review post-facilitation metrics in relation to transition baselines and adapt performance support and training accordingly.
• Model values-based behaviours as an informal leader.
• Share responsibility for scheduling learning sessions.
• Coordinate all aspects of learning delivery.

Qualifications and Experience – External Applicants

• A college diploma or university degree, combined with a minimum of two years of experience in a facilitation role.
• Certification in adult education, which may include a Bachelor of Education degree or a college certificate. (Preferred only)
• Two to five years of contact centre training experience is an asset.
• Demonstrated ability to exercise independent judgment and initiative while working with minimal supervision.
• Strong ability to present information and provide the instruction and direction needed to manage learners effectively.
• Ability to work under pressure, prioritize workload, and adapt to changing circumstances.
• A customer-obsessed mindset.
• Ability to learn new information quickly and collaborate effectively with internal and external partners, as applicable.
• Proven virtual facilitation skills and the ability to engage online learners.
• Demonstrated experience with adult learning theory and methodology, including the ability to apply them to program development, delivery, and evaluation.
• Strong technical skills and experience with learning and facilitation software.
• Ability to influence others, make an impact, and build strong relationships at all levels of the organization.
• Excellent written and verbal communication, proofreading, and documentation skills.
• Bilingualism in English and French is an asset; however, French is required in some areas.
• Experience in financial services operations is an asset.

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